An item purchased online using Afterpay as tender can be (i) refunded by posting it to our Online Store Returns/Exchange address or (ii) exchanged in store for product or a gift card. Gift cards will also be issued for any difference between the item exchanged and the amount originally paid. We are unable to issue refunds in store where Afterpay was used as tender. All refunds and exchanges are subject to our refund and exchange policy having been met.

How to get a Refund or make an Exchange

Purchases Made In Store

Purchases made in a Jay Jays retail store can be returned or exchanged in a Jay Jays retail store. You must present the receipt you received in the store at the time you purchased your items.

In either case, you must present the receipt you received in your parcel & indicate the reason for the return or exchange.

Please note: all returns or exchanges remain the responsibility of the purchaser until received by Jay Jays. Unfortunately at this time Jay Jays customers in New Zealand are not able to return or exchange items purchased online in our New Zealand retail stores.

Refunds — Additional Information

Provided the conditions in our refund & exchange policy have been met, refunds will be processed using the original form of payment. Please note that delivery costs will be excluded unless goods are returned in accordance with your statutory rights (eg. they are faulty or not as ordered).

Exchanges — Additional Information

Provided the conditions in our refund & exchange policy have been met, you may exchange an item for something else from Jay Jays. Exchanges are subject to stock availability. For online exchanges, please list alternative item(s) in case we have sold out of your first choice. Standard delivery charges apply on re-delivery for online exchanges, unless goods are exchanged in accordance with your statutory rights (eg. they are faulty or not as ordered).